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Listening Skills: Instructor Lesson Plan In this course learners will explore the basics of listening skills. This course is a 5 hour course. The first part of the course is a 4 hour webinar, and the second part takes place on a conference call two weeks later, so that learners can practice their new skills. This course will cover introduction to listening skills, discuss the-how-what-and-why of listening, examine communication barriers, look at the criteria of good listening skills and learn how to put it all together. Ceit De Vitto 5/4/2010

Listening Skills: Instructor Lesson Plan

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Table of Contents Instructor Lesson Plan – Cover Sheet ..................................................................................................................................... 6

Course Title: ........................................................................................................................................................................ 6

Lesson Plan Title: ................................................................................................................................................................. 6

Author: ................................................................................................................................................................................ 6

Instructor Credentials: ........................................................................................................................................................ 6

Date: .................................................................................................................................................................................... 6

Program Length/Schedule: ................................................................................................................................................. 6

Revision Date(s): ................................................................................................................................................................. 6

Recommended Class Size: ................................................................................................................................................... 6

Target Group: ...................................................................................................................................................................... 6

Prerequisites: ...................................................................................................................................................................... 6

Target Group Profile: .......................................................................................................................................................... 6

Delivery Methods: ............................................................................................................................................................... 6

Media/Materials: ................................................................................................................................................................ 6

Instructional Strategies: ...................................................................................................................................................... 6

Technology/Equipment:...................................................................................................................................................... 6

Program Description: .......................................................................................................................................................... 7

Program Goal: ..................................................................................................................................................................... 7

Performance Objectives and Topics: .................................................................................................................................. 7

Topic ................................................................................................................................................................................ 7

Performance: .................................................................................................................................................................. 7

Testing: ................................................................................................................................................................................ 7

Reference: ........................................................................................................................................................................... 8

Lesson Summary Table ........................................................................................................................................................... 9

Objectives/Topic ................................................................................................................................................................. 9

Absorb ................................................................................................................................................................................. 9

Do ........................................................................................................................................................................................ 9

Connect ............................................................................................................................................................................... 9

Assessment ......................................................................................................................................................................... 9

Instructor Lesson Plan - Contents ......................................................................................................................................... 13

Content ............................................................................................................................................................................. 13

Notes: ............................................................................................................................................................................ 13

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Slide 57 .............................................................................................................................................................................. 36

Slide 58 .............................................................................................................................................................................. 36

Conference Call ................................................................................................................................................................. 37

Assessments .......................................................................................................................................................................... 39

Introduction: ..................................................................................................................................................................... 39

....................................................................................................................................................................................... 40

The who, what and why of listening: ................................................................................................................................ 40

Listening Barriers: ............................................................................................................................................................. 41

Criteria of Good Listening Skills ................................................................................................................................... 42

: ..................................................................................................................................................................................... 43

Reaction Sheet ...................................................................................................................................................................... 44

Action Plans ........................................................................................................................................................................... 46


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Instructor Lesson Plan – Cover Sheet Course Title: Soft Skills

Lesson Plan Title: Listening Skills

Author: Ceit De Vitto

Instructor Credentials: Course Designer or Manager who has taken a Communication Skill Course. Must know how to use Webex (as a leader)

Date: April 2010 Program Length/Schedule: 5 Hours 4 hours First Session 1 hour Second Session. Sessions will be conducted two weeks apart

Revision Date(s): Recommended Class Size: 10 to 15

Target Group: Field Managers Prerequisites: None

Target Group Profile: All team members

who are connected to the Field Team who want to improve their communication skills

Delivery Methods: Instructor-led Webinar, conference calls, and directed readings

Media/Materials: PowerPoint presentations, handouts (PDF)

Instructional Strategies: Lecture, activities, and discussions.

Technology/Equipment: Computer(s), webinar software (Webex) and access, software.


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Instructor Lesson Plan- Cover Sheet 2

Program Description: In this course learners will explore the basics of listening skills. This course is a 5 hour course. The first part of the course is a 4 hour webinar, and the second part takes place on a conference call two weeks later, so that learners can practice their new skills. This course will cover introduction to listening skills, discuss the-how-what-and-why of listening, examine communication barriers, look at the criteria of good listening skills and learn how to put it all together.

Program Goal: The goal of the program is help Field Managers to communicate better by improving their listening skills so they can work with each other more effectively, have better communication with other departments, with our customers, and their personal relationships.

Performance Objectives and Topics:

Topic Performance: After the course is complete the learners will be able to do the following;

Introduction to listening will indentify by stating the difference between hearing and listening and be able to discuss the reasons why listening is important;

The , how, what, why of listening

will recognize types of listening and be able to discover their own levels of listening and be able to write about it;

Listening Barriers will categorize listening barriers and be able to discuss the applications of the barriers in a discussion;

Criteria of Good Listening Skills will define good listening skills and create an action plan to show how they will use those skills in the future;

Putting it all together will have a good basic knowledge of what listening skills are, be able to apply skills to their work and personal lives.

Testing: At the end of each section the instructor will have learners take a quiz using the Webex test option. Each section will have 10 questions, open book style, in which they must get a score of 100%. At the end of the course learners will write an essay on their observations good and bad listening skills over the two weeks between webinar and conference call.


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Reference: Active Listening : Improve Your Ability to Listen and Lead. Greensboro, NC, USA: Center for Creative Leadership, 2006. Co-Active Coaching New Skills for Coachng People Toward Success in Work and Life, Laura Whitwoth, Karen Kimsey-

House, Henry Kimsey-House, Phillip Sandahl, 2nd Edition, Davies-Black, 2007 People Skills, How to assert Yourself, Listen to others, And Resolve Conflicts, Robert Bolton, Ph.D., Touchstone Book, 1979 The 7 Habits of Highly Effective People, Powerful Lessons in Personal Change, Stephen R. Covey, Free Press, 200

Listening: The Forgotten Skill: A Self-Teaching Guide (Wiley Self-Teaching Guides) Madelyn Burley-Allen, John Wiley and Sons, 1995

The Definitive Book of Body Language, Allan and Barbra Pease, Bantam Books, 2004 Web Page http://www.npr.org/templates/story/story.php?storyId=100062673 Listening is Powerful Medicine,

Alicia Conill Difficult Conversations, how to discuss what matters most, Douglas Stone, Bruce Patton, and Sheila Heen,

Penguin 1999 Web Page, http://hbr.org/2006/07/sales-reps-biggest-mistakes/ar/1 Sales Reps biggest Mistakes, by Tom

Atkinson and Ron Koprowski, Harvard Business Review August 2006 How Well Do I Listen? Notes from a seminar by Hal Jenks (Notes from Effective Listening) The Business and Professional Communication, William Neher http://new.corptax.com/SiteCollectionDocuments/WebEx_Participants-How-To-Guide.pdf https://energystar.webex.com/docs/T27L/tc0505l/en_US/help/ss/host/index.htm?toc.htm?8932.htm Counselling Skills for Dummies, By Gail Evans, John Wiley and Sons Active Listening, Michael Hope, Center for Creative Leadership "Listening Skills in Business." Encyclopedia of Business and Finance. Ed. Allison McClintic Marion. Gale Cengage, 2001. eNotes.com. 2006. 2 May, 2010 http://www.enotes.com/business-finance-encyclopedia/ listening-skills-business Listening Made Easy, Robert Montgomery

http://www.npr.org/templates/story/story.php?storyId=100062673

http://hbr.org/2006/07/sales-reps-biggest-mistakes/ar/1

http://new.corptax.com/SiteCollectionDocuments/WebEx_Participants-How-To-Guide.pdf

https://energystar.webex.com/docs/T27L/tc0505l/en_US/help/ss/host/index.htm?toc.htm?8932.htm

http://www.enotes.com/business-finance-encyclopedia/listening-skills-business

http://www.enotes.com/business-finance-encyclopedia/listening-skills-business


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Lesson Summary Table

Objectives/Topic Absorb Do Connect Assessment

Introduction to listening

Interactive PowerPoint presentation in Webex.

1. Ice breakers 2. Overview of course 3. Difference

between Listening and Hearing

4. Why Listening is important

Play this Video at the beginning http://www.youtube.com/watch?v=xAp9n3yBjyo Listen to Podcast of Listening is Powerful Medicine (see Link)

Ice Breaker Activity: Introduce myself

Activity: Ask several Leaner in the class

to recall my bio? Debrief: Compare Bios Ice breaker Activity: Have each of the 15 students introduce themselves, and breifly talk about their Listening experiences. Activity Poll: Have you felt this way? (Quote) Yes or No Debrief: Review results? Activity Poll and discussion: Poll: Ask how many have had formal listening training. Disscussion: Ask about the learners listening training experience, if any. Debrief .

1. PDF versions of

http://www.npr.org/templates/story/story.php?storyId=100062673 Listening is Powerful Medicine, Alicia Conill

2. PDF http://hbr.org/2006/07/sales-reps-biggest-mistakes/ar/1 Sales Reps biggest Mistakes, by Tom Atkinson and Ron Koprowski, Harvard Business Review August 2006

3. Handout PDF How Well Do I Listen? Notes from a Seminar by Hal Jenks

4. Webex How to Guide

Using the Webex testing tool After this section Learners will be given 10 minutes to answer 10 questions which will be a combination of multiple choice and fill in the blank. Students will be allowed to have course material open, to quick reference the test. Students must receive 100% in order to pass. If they don’t get 100% during the class they can retake the test after the class and send it back to the instructor within 3 days for re-grading.

The How, What, and Why of listening


1. How we listen 2. Why we listen 3. Type of Listeners 4. Styles of Listening

Activity – Whiteboard – Learners will

write what they believe they types of listening are.

Debrief – Compare and discuss

meanings.

1. Handout PDF – Chapter 3 of Co-Active Coaching

2. Handout PDF Effective Listening 3. Handout PDF – Habit #5 from

The 7 Habits of Highly Effective People

Using the Webex testing tool After this section Learners will be given 10 minutes to answer 10 questions which will be a combination of multiple

http://www.youtube.com/watch?v=xAp9n3yBjyo

http://www.youtube.com/watch?v=xAp9n3yBjyo







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Objectives/Topic Absorb Do Connect Assessment http://www.youtube.com/watch?v=_OnLiA8gbmo

choice and fill in the blank. Students will be allowed to have course material open, to quick reference the test. Students must receive 100% in order to pass. If they don’t get 100% during the class they can retake the test after the class and send it back to the instructor within 3 days for re-grading.

Listening Barriers Interactive PowerPoint presentation in Webex.

Activity Have learner write on whiteboard what they believe are barriers of listening.

Debrief: Review

Activity Poll: Do you listen with intent

to reply? Yes or no

Debrief: Review results

1. Handout PDF - Roadblock chapter from People Skills

2. Handout PDF – Chapter 3 Listening the Forgotten Skill

3. Handout PDF – Difficult Conversations Chapter 2

Using the Webex testing tool After this section Learners will be given 10 minutes to answer 10 questions which will be a combination of multiple choice and fill in the blank. Students will be allowed to have course material open, to quick reference the test. Students must receive 100% in order to pass. If they don’t get 100%

http://www.youtube.com/watch?v=_OnLiA8gbmo



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Objectives/Topic Absorb Do Connect Assessment during the class they can retake the test after the class and send it back to the instructor within 3 days for re-grading.

Criteria of Good Listening Skills


Activity: Have learners create a

summarized list of good listening skills.

Debrief: Review. Copy from whiteboard and send to learners.

1. Handout PDF –Counseling Skills for Dummies, Chapter 6

2. Handout PDF Listening the Forgotten Skill 9-124

3. Handout PDF Active Listening Pages 12-18

Using the Webex testing tool After this section Learners will be given 10 minutes to answer 10 questions which will be a combination of multiple choice and fill in the blank. Students will be allowed to have course material open, to quick reference the test. Students must receive 100% in order to pass. If they don’t get 100% during the class they can retake the test after the class and send it back to the instructor within 3 days for re-grading.


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Objectives/Topic Absorb Do Connect Assessment

Putting it all together

Part 1 Interactive PowerPoint presentation in Webex. Part II

A brief review of last week

A brief review of homework

Activity Homework: Bringing it all

together Preparation for the second webinar. Over the next week Learners will observe listening, record their observations. Part II

Activity – Ask for volunteers – Start a discussion - What have you learned about your own listening skills? Debrief – Review what was said

Activity Ask for volunteers -- discussion – What are your success stories (Life, Work)? Debrief- Review what was said

Learners will write an essay on their observations good and bad listening skills over the two weeks between webinar and conference call.


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Instructor Lesson Plan - Contents Content Trainer Notes

Notes: 1. Send invite 2 weeks before class.

If people haven’t responded to request, contact them by email.

2. One week before class, send out PowerPoint, and PDF for documents.

3. Make sure that you are logged into Webex and have tested the PowerPoint presentation, videos, and Webex Tools, about 30 minutes prior to the start of class.

4. before you start make sure that all Learners are in Webex.

Slide 1 Listening Skills

Presented by

Ceit De Vitto, M.E.d.

Leave slide up until everyone has joined. This should be up for at least 5 to 10 minutes before session starts


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Slide 2

Overview a. Time Check 4 hours – We will be taking breaks b. Introduction to Listening c. The Who, What, Why of Listening d. Listening Barriers e. Criteria of Good Listening Skills f. Putting it all together g. Q &A

Housekeeping h. After each section there will be a 10 question quiz that you will

take here in Webex. Don’t worry it’s an open book test. Feel free to use PowerPoint and PDFs that were sent to you.

i. Please keep Webex PDF handy if you are unsure how to use the tools.

j. The Raise Hand button is at the bottom of the screen. k. We will also be using the polling feature which will be a pop up

box, that will have a question in it, it won’t count towards your grade think of it as a way to reinforce what you have learned.

Agenda

• Time Check - 4 Hours

• Introduction to Listening

• The Who, What, Why of Listening

• Listening Barriers

• Criteria of Good Listening Skills

• Putting it all together

• Q&A

PDF Webex How to Guide

Slide 3 Narration after the video has played: I bet most of us felt a little like the characters in the video. The point of this class is to help you to be a better listener and hopefully for you be heard. The goal of the course is to help you (Field Managers) to communicate better by improving you listening skills so that you can work with each other more effectively, have better communication with other departments, without you customers, and your personal relationships.

Introduction

Play Dilbert video- 2 minutes

Slide 4 Welcome, my name is Ceit De Vitto. I will be your instructor today. I just wanted to take a moment and give you a little background about me. I am a District Field Marketing Manager for Samsung. I have been with the team for about 3 ½ years. I love my home market of Boston. I am a native Bostonian, if you haven’t noticed my accent already. And no, I don’t want to “Park my car in Harvard Yard,”

Ice Breaker #1 and hearing exercise


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because there is no place to park in Harvard Yard, and I don’t want the parking ticket. I received my M.E.d from the University of Massachusetts at Boston, it’s located on the banks of the lovely outer Boston Harbor. I live in a small community about an hour outside of Boston called Fairhaven. I live in walking distance, from New Bedford harbor. If you haven’t guessed I love the water and anything connected to it. I wanted to teach this course because Listen Skills are the most important skills, but the least taught.

About Me

• Ceit De Vitto

(If Instructor isn’t Ceit De Vitto change the name and use the instructors bio)

Slide 5

Activity: How well do you remember my bio? Review the raise hand button.

Activity

• Raise your hand if you think you can tell me

some of the things in my bio.

• To eaise your hand look for the raise hand

symbol at the bottom of your Webex

window.

You can open a whiteboard page and take down notes. This should take no more than 5 minutes


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Slide 6 Let’s see how different they are? Match notes from students and this bio. Debrief just quickly talk about the difference. Sometimes what we think we heard isn’t always what we did hear.

About Me

Welcome, my name is Ceit De Vitto. I will be your instructor today. I just wanted to take a moment and give you a little background about me. I am a District Field Marketing Manager for Samsung. I have been with the team for about 3 ½ years. I love my home market of Boston. I am a native Bostonian, if you haven’t noticed my accent already. And no, I don’t want to “Park my car in Harvard Yard,” because there is no place to park in Harvard Yard, and I don’t want the parking ticket.

I received my M.E.d from the University of Massachusetts at Boston, it’s located on the banks of the lovely outer Boston Harbor.

I live in a small community about an hour outside of Boston called Fairhaven. I live in walking distance, from New Bedford harbor.

If you haven’t guessed I love the water and anything connected to it.

I wanted to teach this course because Listen Skills are the most important skills, but the least taught.

Slide 7

Participant Introduction: It’s your turn now! Please introduce yourself and tell us why you want to learn more about listening.

Ice Breaker Exercise This should take no more than 12 to 15 minutes

It’s your turn now! Please

introduce yourself and tell us

why you want to learn more

about listening.

Slide 8 Read Quote: I know that you believe you understand what you think I said, but I’m not sure you realize that what you hear is not what I meant.” How many people have ever felt this way? Debrief: Link to class

Are you hearing or are you

listening?

“I know that you believe you understand

what you think I said, but I'm not sure you

realize that what you heard is not what I

meant.”

Robert McCloskey

Use Poll Feature in Webex to ask


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question.

Slide 9

Topic: Why Listening is Important

1. http://www.npr.org/templates/story/story.php?storyId=100062673 (launch webpage and play the Podcast of this – You might have to go out of the PowerPoint for this.. Have this page already loaded and ready to go. The podcast takes about 6 minutes but it’s well worth hearing the story.)

2. http://hbr.org/2006/07/sales-reps-biggest-mistakes/ar/1 For the second part – Write with the pen feature on Webex – Circle Don’t listen.

Two examples of why Listening is

important

• Listening is Medicine

• Sales Reps’ Biggest Mistakes

Listen to NPR for PDF Listening is Powerful Medicine 6 minutes PDF Harvard Business Review

Slide 10 Read Slide:

Reasons Why?

• Makes you a more valued employee • Makes you a better partner and friend • Bosses notices you • You get more respect • You hear more of a story • Understand more of what you hear

Reasons Why?

• Makes you a more valued employee

• Makes you a better partner and friend

• Bosses notices you

• You get more respect

• You hear more of a story

• Understand more of what you hear

PDF How Well Do I Listen Notes from a Seminar by Hal Jenks

Slide 11

More Reasons: Just read this part-


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Lack of communication is one of the leading causes of divorce. Non-Work related

Lack of communication is one of the leading causes of divorce. A marriage is on the rocks when the lines of communication fail. You can’t have an effective relationship if either one of you won’t discuss your feelings, can’t talk about your mutual or personal issues, will keep your resentments simmering under wraps, and expect your partner to guess what the whole problem is about

buzzle.com common causes and reasons for divorce

Slide 12 Just the facts – Read these:

• 85% of what we know we have learned by listening • 45% of the time we spend listening

Just the Facts

• 85% of what we know that we have learned by listening

• 75% of the time we are distracted, preoccupied or forgetful

• 50% only do we usually recall immediately after we listen to someone talk

• 45% of the time we spend listening

• 20% do we remember of what we hear

• less than 2% of us have had formal education about listening

• We listen at 125-250 words per minute, but think at 1000-3000 words per minute

• More than 35 business studies indicate that listening is a top skill needed for success in business

Trinity EDU Facts on Listening

Emphases quiz questions

Slide 13

Poll Question: How many years do you think we spend in school learning how to listen? Less than 1 5 years 2 years 1 year 10 years Wait for poll to finish.

How many years do you think we

spend studying each subject in

school?

• Writing

• Reading

• Speaking

• Listening

Use Polling Feature (preload question in Webex)


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Then move on to next slide and reveal what the class thought

Slide 14 It’s amazing that a skill like listening isn’t taught. This is the reason why we should learn more about listening.

And the results are?

Slide 15 Let’s see take a quick poll. By raising your hands how many of you had formal listening skills training in school for more than one year? Ask learner, if any, what their experience was?

Activity

• With a show of hands (use the raise hand

button at the bottom of your screen) How

many of you had any classes on how to

listen?

Slide 16 Read Slide: Hearing, Function: noun, the process, function, or power of perceiving sound; specifically : the special sense by which noises and tones are received as stimuli

Definition

Hearing, Function: noun,

the process, function, or power of

perceiving sound; specifically : the special

sense by which noises and tones are

received as stimuli

Merriam Webster Hearing


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Slide 17 Read Slide: lis·ten,Function: verb 1 : to pay attention to sound 2 : to hear something with thoughtful attention : give consideration <listen to a plea> 3 : to be alert to catch an expected sound

Definition

lis·ten,Function: verb

1 : to pay attention to sound

2 : to hear something with thoughtful

attention : give consideration <listen to a

plea>

3 : to be alert to catch an expected sound

Merriam Webster listening

Slide 18

What is the difference?

• Hearing is physiological • Listening is psychological-- it's how we interpret what is said

What does this mean – Listening is a skill that needs to be learned.

Difference

• Hearing is physiological

• Listening is psychological-- it's how we

interpret what is said

What does this mean – Listening is a skill that

needs to be learned.

Slide 19 Summary – Listening is something we do all the time, you are listening as I speak, but we aren’t taught it in school. We are left to our own devices. Listening is a Skill, while hearing is a process

Summary

• Listening makes you more valued

respected.

• Listening is a skill, while hearing is natural

• We only have about 6 months of Listening

training in school

Slide 20 Load test into Webex prior to session. They will have 10 minutes to complete. After the test is taken they will have an additional 5 minute break before the next session starts. Remember to change any reference to the instructor.

Test

• You will have 15 minutes to take the test.

You will see a link on the screen.

• The test is open book feel free to look if you

need help

• You must get a 100% to pass. If you don’t

the first time it’s okay, you can retake it

after webinar.


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Break –

Test Time- 10 minutes Break after test 5 minutes

Slide 21

The who, what and why of listening

Slide 22 Stephen Covey wrote a fantastic book, the 7 Habits of Highly Effective people. Habit #5 is Seek First to Understand, then to be Understood. He says effectively that we have to improve our listening skills. In this section you will learn:

Why we listen

Get an Overview on types of listening

How we listen

How we listen to others By the end of the section you should be able identify your own listening style and how you listen to others.

Stephen CoveySeek First to Understand,

Then to Be Understood

PDF Habit 5#, Stephen Covey, The 7 Habits of Highly Effective People

Slide 23 Activity – Ask for volunteers to write on the whiteboard what they think


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• Appreciative Listening • Comprehensive Listening • Critical Listening • Empathic Listening

Debrief- Quick review of what learners wrote, to go into the slide Appreciative Listening is what you do when you listen to music or watching TV . It’s less demanding Comprehensive Listening is when you listen to learn. It’s about comprehending and retaining material. Critical Listening is when you listen to make a decision. Empathic Listening is when we listen with Empathy, with feeling So if we are Empathic Listeners we might not be good at making a decision, while if we are Critical Listeners we might not make the best Empathic Listeners.

Why We listen

• Appreciative

• Comprehensive Listening

• Critical Listening

• Empathic

Activity- use whiteboard PDF Effective Listening

Slide 24

Overview of different type of listening.

These are Listening Skills buzz words. If you Google Listening Skills or go to the local bookstore you will find many different books on Listening. Many of the authors of these publications use the terms Effective, Active, Empathic, or Reflective. All are equally as good and all have a common theme, and that is be sincere, really listen to the person, and don’t judge. In the next section we will talk more about how to be a good listener, this is just to show you there are different styles of learning about listening. Don’t worry you won’t have to memorize all of them

An overview of types of Listening

• Effective

• Active

• Empathic

• Reflective


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Slide 25

How do we listen:

• Listening Empathically • Hearing words • Selective Listening • Not listening

How we Listen

• Listening Empathically

• Hearing words

• Selective Listening

Slide 26

How we listen to others – I took this from a book on coaching skills. It was a way for coaches to see how they were listening to the person that they were coaching. They went on to other levels, that you can read about in the PDF of the chapter. I thought it was interesting because sometimes I feel myself listening to others at level one, two or three, but I have to admit that sometimes getting past level one is very hard. Level One: Internal Listening/ All about the Listener - My thoughts, my judgments, my feelings - All about *me* Level Two: Focused Listening- Sharp Focus on the other person - It's the level of Empathy Level Three: Global Listening - Where the person that you are speaking to is the center of the universe - You not only hear what they are saying with empathy, but you use your other senses as well.

How we listen to others

Level One: Internal Listening/ All about the Listener - My thoughts, my judgments, my feelings - All about *me*

Level Two: Focused Listening- Sharp Focus on the other person - It's the level of Empathy

Level Three: Global Listening - Where the person that you are speaking to is the center of the universe - You not only hear what they are saying with empathy, but you use your other senses as well.

PDF Chapter 3 of Co-Active Coaching.

Slide 27 We listen for many reasons and knowing those reasons are important, so we can start listening to others with meaning.


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What does that all mean?

We listen for many reasons and knowing

those reasons are important, so we can start

listening to others with meaning.

Slide 28 Make sure test questions are loaded into Webex – This should take no more than 10 minutes – There will be a five minute break after the test

Break-

Test




need help



after webinar.

Test 10 minutes Break 5 minuts

Slide 29

Listening Barriers

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Slide 30 Listening barriers will stop a conversation, make grown people cry, and start wars. Listening is a powerful tool. As Stephen Covey states, Most people do not listen with intent to understand, they listen with the intent to reply. In this section you will learn what listening barriers are: Autobiographical Responses Robert Bolton’s Roadblocks Other Barriers Bad Listeners

Activity – Poll Question: Do you listen with the intent to reply? Yes or No If I don’t catch myself, I will do this.

Most people do not listen with the

intent to understand, they listen with

the intent to reply,

Steven Covey

Slide 31 Activity: Whiteboard ask Learners to list what they believe are barriers to listening/communication. – Then Debrief.

Activity

Activity and debrief time limit 10 minutes


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Slide 32 Four Responses – Stephen Covey Habit #5

• Evaluating: You judge and then either agree or disagree. • Probing: You ask questions from your own frame of reference • Advising: You give counsel, advice, and solutions to problems. • Interpreting: You analyze others' motives and behaviors based on your

own experiences. These are natural responses. He says that they are autobiographical because they come from the point of view of the listener and not what the talker is looking to hear. These are barriers because it’s inserting *you* into their story, their reason for talking, and they might not be willing to open up. You aren’t understanding them if you insert *you*.

Four Autobiographical responses

• Evaluating: You judge and then either

agree or disagree.

• Probing: You ask questions from your

own frame of reference

• Advising: You give counsel, advice, and

solutions to problems.

• Interpreting: You analyze others' motives

and behaviors based on your own

experiences.

Slide 33 Robert Bolton wrote a very successful book on Communication called People Skills. I would encourage everyone to read this book, because it talks about the other parts of communication as well as listening.

Robert Bolton's Roadblocks

PDF – People Skills, Chapter 2 Barriers to Communication.

Slide 34 According to Bolton Judging is a Major Roadblock –

• 1. Criticizing • 2. Name-Calling and Labeling • 3. Diagnosing • 4. Praising Evaluatively

Judging

• 1. Criticizing

• 2. Name-Calling

• 3. Diagnosing

• 4. Praising Evaluatively


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Judging is in our nature, we judge everything. Even when we don’t believe that we are.

Slide 35

Sending Solutions can be a problem

• 5. Ordering • 6. Threatening • 7. Moralizing • 8. Excessive/Inappropriate Questioning

It’s not always a problem but it can be. Sending solutions can add to the problem, according to Bolton

Sending Solutions

• 5. Ordering

• 6. Threatening

• 7. Moralizing

• 8. Excessive/Inappropriate Questioning

Slide 36

Avoiding Other’s Concerns

• 9. Advising • 10. Diverting • 11. Logical Argument • 12. Reassuring

Avoiding Other's Concerns

• 9. Advising

• 10. Diverting

• 11. Logical Argument

• 12. Reassuring

Slide 37

Roadblock 13 Bolton says – When people are introduced to the roadblocks, a fairly typical reaction is, “That’s just what my husband has been doing all these years! Wait till I tell him about the roadblocks he sends.” .. This is Roadblock Thirteen telling the other people they are sending roadblocks. Roadblock Thirteen belongs in the judgment category.

Roadblock 13

• Using Roadblocks


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Slide 38

Other Barriers:

• Hearing What you want to hear • Speaker’s accent, tone, body language • *Old News* • Emotional Subject • Lack of respect • Anger • Emotions • Language • Communication style differences

Activity: Have a learner explain why something on the list is a barrier, and have the group discuss it.

Other barriers

• Hearing What you want to hear

• Speaker’s accent, tone, body language

• *Old News*

• Emotional Subject

• Lack of respect

• Anger

• Emotions

• Language

• Communication style differences

Activity- 10 minutes

Slide 39

Bad Listeners

• The Faker • The Fact Gather • Critics • Board Listeners • Difficult Material Blockers • Distraction Toleraters • Note Takers • Mental Rehearsers • The Dependent Listener

Bad Listeners

• The Faker

• The Fact Gather

• Critics

• Board Listeners

• Difficult Material Blockers

• Distraction Toleraters

• Note Takers

• Mental Rehearsers

• The Dependent Listener

PDF – How Well Do I Listen? Notes from a Seminar by Hal Jenks

Slide 40

Summary:

• We need to know what barriers are so we can remove them or work around them.


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Summary

• Knowing what barriers are, we can remove

them or work around them.

Slide 41

Make sure test questions are loaded into Webex –

Break-

Test




need help



after webinar.

Test 10 minutes Break 5 minutes

Slide 42

Topic: Criteria of Good Listening Skills What makes good Listening Skills, a good listener, and how to listen.

Criteria of Good Listening Skills

PDF Counseling Skills for Dummies PDF Listening the Forgotten Skill Pages 1190-124 PDF Active Listening Pages 12-18


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Slide 42 Activity: Have Learners write some best practices of Listening – Now we know what we shouldn’t do, the question is what should we do?

Activity

Activate Whiteboard

Slide 43

LADDER method by Robert Montgomery describes Six basic techniques for improving you listening skills

– Look – Ask – Don't interrupt – Don't change the subject – Emotions, be aware of them – Respond with empathy and understanding

LADDER

• Listening Made Easy

– Look

– Ask

– Don't interrupt

– Don't change the subject

– Emotions, be aware of them

– Respond with empathy and understanding

PDF How Well Do I Listen? Notes from a Seminar by Hal Jenks


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Slide 44

Effective, Comprehensive Listening

• Find area of interest • Judge content not delivery • Hold your fire • Listen for ideas • Work at Listening • Resist distractions • Exercise your mind • Analyze as you listen

Effective,

Comprehensive Listening

• Find area of interest

• Judge content not delivery

• Hold your fire

• Listen for ideas

• Work at Listening

• Resist distractions

• Exercise your mind

• Analyze as you listen

PDF Effective Listening

Slide 45 Robert Bolton talks about a skill cluster that is needed to be a better listener.

Robert Bolton

Listening Skill Clusters

Slide 46 Attending Skills - Giving your physical attention to another person. It’s non-verbal. It’s what we say with our bodies.

• A Posture of Involvement • Appropriate Body Motion • Eye Contact • Non-distancing Environment

Attending Skills

• A Posture of Involvement

• Appropriate Body Motion

• Eye Contact

• Non-distancing Environment

Slide 47 Following Skills – Following the other person, to what they want to say.

• Door Openers


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• Minimal Entourages • Infrequent Questions • Attentive Silence

Following Skills

• Door Openers

• Minimal Entourages

• Infrequent Questions

• Attentive Silence

Slide 48 Reflecting Skills (Bolton has a whole chapter dedicated to this section) In reflecting response, the listener restates the feeling and/or content of what the speaker has communicated and does so in a way that demonstrates understanding and acceptance. (People Skills page 50 Chapter 4)

• Paraphrasing • Reflecting Feelings • Reflecting Meanings • Summative Reflections

Reflecting Skills

• Paraphrasing

• Reflecting Feelings

• Reflecting Meanings

• Summative Reflections

Slide 49

Listening the Forgotten Skill

Note on the Slide: Attributes of an Effective Listener:

They keep an open, curious mind

They listen for new ideas

They are aware

Listen from the heart

Perspective on what is occurring

They look for ideas

Knowing that no two people listen in the same way

They are introspective – and are willing to transform

Attention is on the talker while listening with feelings and intuition This is a list of a way in which you can become a better listener

Listening the forgotten skill

• Search for something you can use; find areas of common interest

• Take the Initiative

• Work at Listening

• Focus your attention on ideas

• Make meaningful notes

• Resist external distractions

• Hold your rebuttal; watch for hot buttons

• Keep an open mind: ask questions to clarify for understanding

• Capitalize on thought speed; Summarize

• Practice Regularly

• Analyze what is being said nonverbally

• Evaluate and be critical of content, not the speaker's delivery

PDF Listening the Forgotten Skill Pages 1190-124


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• Search for something you can use; find areas of common interest • Take the Initiative • Work at Listening • Focus your attention on ideas • Make meaningful notes • Resist external distractions • Hold your rebuttal; watch for hot buttons • Keep an open mind: ask questions to clarify for understanding • Capitalize on thought speed; Summarize • Practice Regularly • Analyze what is being said nonverbally • Evaluate and be critical of content, not the speaker's delivery

Slide 50 This book explores how to talk about those difficult conversations that we rather not have. They encourage people to inquire, paraphrase and acknowledge the other person – They also suggest leaving emotions at the door and exploring each other’s stories. I recommend this book Difficult Conversations - It’s on the Further reading list - This slide is from Chapter 9 Learning: Listening form the Inside and Chapter 5 Have Your Feelings (or they will have you)

Difficult Conversations - Listening

• Inquiry

• Paraphrasing

• Acknowledgement

• Leave emotions at the door

• Explore each other's stories

Slide 51

Let’s do the summary together

• Now that we know what makes for a good listener, let’s come up with a list of good listening skills, so we can start practicing them.


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Activity – Brainstorm for a list of good listening skills that draws from the other slides. Learners can pick and choose which ones they want. This should take no more than 10 minutes. Debrief – Read the list, copy it and send to participants at the end.

Summary Activity

• Now that we know what makes for a good

listener, let’s come up with a list of good

listening skills, that we can use as check list

for the homework assignment.

Whiteboard activity Activity 10 minutes

Slide 52 Make sure test questions are loaded into Webex – This should take no more than 10 minutes – There will be a five minute break after the test

Break-

Test




need help



after webinar.

Test 10 minutes Break 5 minutes


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Slide 53

Putting it all togther

Putting it all together

Slide 54 In two weeks I will send out an invitation for the last part of this course. It will be a 1 hour conference call, instead of a webinar. What I would like you to do, is to record observe, record and bring back your experience using your new skills. I had sent out an email with PDF attachments, along with a description as to which section that the PDFs belong with. Take your time read through them. Use them as guidelines. Remember the next two weeks should be practice, practice and more practice. You will also have a copy of this PowerPoint to fall back on as well.

Homework: Preparation for the

Conference Call

• 1. Observe

• 2. Record

• 3. Bring back


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Slide 55

Just in case reading list

Just in Case Reading List

• Introduction to listening- Readings

– Listening is Powerful Medicine

– Harvard Business Review Sales’ Reps biggest

Mistakes

– How Well Do I Listen? Notes from a Seminar

by Hal Jenks

Slide 56

Continued

Reading List Con’t

• The Who What and Why of Listening

– PDF of Chapter 3 Co-Active Coaching

– PDF Effective Listening

– PDF Habit #5 from Stephen Covey’s 7 habits

• Listening Barriers

– Roadblock Chapter from People Skills by

Robert Bolton

– Chapter 3 of Listening the Forgotten Skill

– Difficult Conversations Chapter 2

Slide 57

Continued

Reading List Con’t

• Criteria of Good Listening Skills

– PDF Counseling Skills for Dummies Chapter 6

– PDF Listening the Forgotten Skill Page 119-

124

– PDF Active Listening Pages 12-18

Slide 58 Continued

Q&A

• If you have any questions during the week

feel free to contact Ceit De Vitto at

ceitdevitto@gmail


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Conference Call Send out Meeting Maker for Conference Call a week before class.

Introduction

1. Hi, I hope everyone had a great two weeks. I hope everyone had a chance to read the readings, and complete the assignment. We changed formats because I really wanted to have a good discussion about what you have learned over the last two week.

2. We will have one hour today to wrap everything up 3. Take roll call to make sure everyone is on. 4. Agenda

a. What have you learned about your own Listening Skills this week b. What are your success stories (Life, Work?) c. What are your not-so- success stories, what failed or didn’t work

for you? d. Wrap up

5 to 8 minutes

Activity – Ask for volunteers – Start a discussion - What have you learned about your own listening skills? Debrief – Review what was said

15 minutes

Activity Ask for volunteers -- discussion – What are your success stories (Life, Work)? Debrief- Review what was said

15 Minutes

Activity Ask for volunteers -- discussion – What are your not-so- success stories, what failed or didn’t work for you? Debrief- Review what was said

15 minutes

Let’s wrap it up. It sounds like you all had some pretty good experiences over the last week. Remember that Listening Skills are not something that happens overnight, they take a life time to build Housekeeping Please don’t forget to take the Survey for this course on Survey Monkey, that will be sent out after this call. In about two weeks, I am going to send you another email, in it will be a word

Remaining time


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document, it will be entitled Action Plan. I would like you to fill it out and send it back to me. Don’t worry, I will be sending you out an email with all the details. Have a great day, and keep practicing!


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Assessments Note: Assessments for four of the units will be loaded into Webex prior to session. Students will have 15 minutes to complete the assessment during class.

Name:

Introduction: Ceit De Vitto

Your Score:

Highest Possible Score:

Multiple Choice: For each of the following questions, circle the letter of the answer that best answers the question.

1. Who was the instructor?

A. Ceit De VItto B. Stephen Covey C. Robert Bolton

2. Who is the doctor in Listening is Powerful Medicine

D. Dr. Alicia Conill E. Dr. Freud F. Dr. Frances Green G. Dr. Stephen Covey

3. According to the Harvard Business Review Article

A. 18% of customers don’t believe sales reps listen to them B. Sales reps are excellent listeners C. Sales reps are Harvard graduates D. Sales reps are lazy

4. In Listening is Powerful Medicine what did the patient say to the doctor

A. “Sit down, doctor, This is my story, not your story.” B. “Wake up and listen.” C. “Okay doctor whatever ever you say.” D. “It’s nice meeting you.”

5. Reasons why you should listen

A. Makes you more valued employee B. Bosses notice you C. You hear more of a story D. All of the above


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Fill in the Blank:

6. ____ % of what we know we have learned by listening 7. ------- % of the time we spend listening 8. Hearing is ________ 9. _______ is psychological 10. We spend ____ years learning how to listen

Name:

The who, what and why of listening: Ceit De Vitto

Your Score:



1. Appreciative listening is

A. enjoyment B. for work C. for school D. for certification

2. What are the different styles of listening that are in most how to books

A. Effective, Active, Empathic, Reflective B. Radioactive, Intelligent, Empathic, Active C. Sarcasm, Active, Effective, Simple D. Fantastic, Light, Heavy, Groovy

3. How do we listen

A. Empathically B. Hearing words C. Selective D. We don’t E. all of the above

4. How do we listen to others

A. Internal, Focused Listening, Global listening B. Empathically, Social, Hybrid, Gas C. Effective, Empathically, Internal, Critical Listening D. French, Internal, Effective, Social

True or False: For each statement, circle True or False.


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True False 5. Stephen Covey states, “Seek first to be understood, then to understand.”

True False 6. Critical Listening is when we criticize others

True False 7. Focused Listening is all about me

Name:

Listening Barriers: Ceit De Vitto

Your Score:



1. Autobiographical responses are

A. Evaluating B. Probing C. Advising D. Interpreting

2. What is not a Roadblock

A. Reading B. Judging C. Sending Solutions D. Avoiding other’s concerns

3. What is Judging

A. Name Calling B. Falling asleep C. Talking about me D. Eating E. Looking at watch

4. Who wrote Roadblocks

A. Robert Bolton B. Stephen Covey C. Ceit De Vitto D. Freud

5. What is Judging

A. Name Calling B. Falling asleep C. Talking about me D. Eating E. Looking at watch

6. What are barriers

A. Anger B. Lack of trust


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C. Language D. All of the above

7. What are barriers

A. The Critic B. The Faker C. The Note taker D. All of the above

True or False: For each statement, circle True or False.

True False 8. Ordering is Judging

True False 9. Once aware of it we should always use Roadblock 13

True False 10. We should use anger when listening

Name:

Criteria of Good Listening Skills:

Ceit De Vitto

Your Score:



1. What does LADDER mean?

A. Look, Ask, Don’t interrupt, Don’t Change the Subject, Emotions, Respond B. Loud, Announcing, Dumb, Dumber, Ease, Run C. Look, Ask, Don’t interrupt, Don’t Cry, Erase, Respond

2. Effective Comprehensive Listening

A. Judge content not delivery B. Hold your fire C. Work at Listening D. All of the above

3. Robert Bolton’s Listening Clusters are

A. Attending, Following, Reflective A. Attending, Dancing, Swimming B. Attending, Following, Effective C. Effective, Reading, Following D. Following, Effective, Active

4. Attending Skills

A. A Posture of Involvement B. Eye Contact


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C. Appropriate Body motion D. All of the above

5. Following Skills

A. Door Openers B. Minimal Entourages C. Infrequent Questions D. All of the above

6. Reflecting Skills

E. Anger F. Reflecting Feelings G. Crying H. Mimicking

Fill in the Blank:

7. Focus your attention on ________ 8. Work at _________ 9. Be Sincere ______ 10. Leave Emotions at the _______


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Reaction Sheet This will be sent to the learners via Survey Monkey. It will be anonymous

Listening Skills Webinar

Evaluation

This is an evaluation for the Listening Skills Webinar. Please answer the questions as honestly as you can.

Instructions:

Rate each of the following aspects of the course:

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6. Future Use of Information 1 2 3 4 5 I will be able to use this information in the field I will share this information with others I will apply what I learned from this process to my day to day work

routine Comments

Please share any information you believe would help us to improve this course:


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Action Plans This will be given to learners once the course is complete

1. How will you use the skills that you learned in this webinar?

2. What books from the Further Reading list did you read? And were they helpful?

3. What would you like to see in a future course on advance listening skills?

4. Do you plan on teaching others these skills?

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